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The Role
Provides end-to-end client service and operational support for custody activities, including settlements, corporate actions, tax, income, trade discrepancies, and query resolution. Builds client relationships, analyzes transactional trends and operational risk metrics, coordinates global internal teams, manages service issues, and supports change management. Advises clients on market products, identifies process improvements, drives automation, and protects against financial and reputational risk.
Summary Generated by Built In
Join our dynamic team as a Client Service Delivery Associate and become a vital part of our mission to elevate client experiences.
As a Client Service Delivery Associate within JPMorganChase, you will play a pivotal role in enhancing our client relationships by providing exceptional customer service and operational support. Your broad knowledge of banking principles and practices will be instrumental in addressing client inquiries, processing transactions, and troubleshooting complex issues. Your proficiency in strategic planning and change management will enable you to identify opportunities for improvement and drive initiatives that enhance service delivery. Your role will also involve liaising with various departments, ensuring compliance with technical standards and policies, and making decisions that have a direct impact on our departmental outcomes. Your ability to influence and manage internal stakeholders will be key in achieving our shared goals.
Job responsibilities
As a Client Service Delivery Associate within JPMorganChase, you will play a pivotal role in enhancing our client relationships by providing exceptional customer service and operational support. Your broad knowledge of banking principles and practices will be instrumental in addressing client inquiries, processing transactions, and troubleshooting complex issues. Your proficiency in strategic planning and change management will enable you to identify opportunities for improvement and drive initiatives that enhance service delivery. Your role will also involve liaising with various departments, ensuring compliance with technical standards and policies, and making decisions that have a direct impact on our departmental outcomes. Your ability to influence and manage internal stakeholders will be key in achieving our shared goals.
Job responsibilities
- Take care of the end to end query resolution raised by clients, which will include, but not be limited to Settlements and Corporate Actions, Tax and Income; this will involve detailed discussions/handholding with operations on processes and actions to be taken therein.
- Build relationships with clients to learn client behavior and requirements.
- Based on the client transactional data, you will identify client trends and behaviors, identifying key operational risk and control metrics, and contributing to the presentation of operational data metrics to the Custody business stakeholders as well as external client interactions.
- Drive resolution and management of client queries, leveraging internal teams globally and regionally as appropriate.
- Identify Service Requests and Service Delivery Issues for Client Services Account Managers to address; as well as any daily activities that may impact client satisfaction.
- Deliver comprehensive client service by troubleshooting issues and protecting against financial and reputational damage.
- Facilitate change management processes, ensuring strategic communications and mitigating stakeholder impact.
- Advise clients using market product knowledge while maintaining awareness of industry practices.
- Optimize service delivery by implementing process automation initiatives and building strong client relationships.
- Monitor and resolve trade discrepancies, conducting root cause analysis and managing fails effectively.
Required qualifications, capabilities, and skills
- Professional working proficiency in Japanese and English language.
- Bachelor's Degree in Finance, Economics, Business, or relevant disciplines.
- Demonstrated proficiency in detecting and preventing fraudulent transactions to protect clients and the institution.
- Ability to liaise with various departments to ensure compliance with technical standards and organizational policies.
- Skilled in influencing and managing internal stakeholders to drive mutually beneficial outcomes and develop collaborative relationships.
- Expertise in facilitating change management and strategic communication with strong negotiation and communication skills.
- Proficiency in digital literacy and the implementation of emerging technologies.
- Strong analytical, technical, and problem-solving skills with keen attention to detail.
Preferred qualifications, capabilities and skills
- More than 5+ years of experience in Trade Management/Cash/Asset Servicing at a Custodian or Prime Broker with a focus on client service and operation.
- Capability to analyze processes and recommend improvements for quality and efficiency.
- Skilled in driving continuous improvement initiatives to enhance client experiences.
- Experience in client-facing roles across multiple business areas and functions.
- Strong analytical, problem-solving, and decision-making skills for effective independent work.
- Knowledge of the securities industry and back-office operations, with the ability to proactively identify areas for improvement.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Skills Required
- Professional working proficiency in Japanese and English
- Bachelor’s degree in Finance, Economics, Business, or a relevant discipline
- Experience detecting and preventing fraudulent transactions
- Ability to ensure compliance with technical standards and organizational policies
- Ability to influence and manage internal stakeholders
- Experience facilitating change management and strategic communication
- Strong negotiation and communication skills
- Digital literacy and ability to implement emerging technologies
- Strong analytical, technical, and problem-solving skills with attention to detail
- More than five years of experience in trade management, cash, or asset servicing at a custodian or prime broker
- Ability to analyze processes and recommend quality and efficiency improvements
- Experience driving continuous improvement initiatives
- Client-facing experience across multiple business areas and functions
- Strong independent decision-making skills
- Knowledge of the securities industry and back-office operations
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
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The Company
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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